Position Title: Lead Customer Service Specialist 

Reports To: Customer Service Supervisor or Manager 

Status: Full-time, Regular position

Category: Customer Service/Support 

Location Name: CroppMetcalfe (Fairfax) - Service Experts

Location Address: 8421 Hilltop Rd, Fairfax, VA 22031

Join the team of experts and realize your true potential! 

Why You Should Join the Service Experts Team? 

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! 

Position Summary: 

The Lead Customer Service Agent is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPI’s and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure quality standards. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading, dispatching, and schedule monitoring as needed. 

What Do We Offer You as a Service Experts Employee? 

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee. 

• Competitive Pay, including incentive opportunities for many positions 
• Paid Time Off and Company Holiday Pay  
• Medical /Dental /Vision Insurance programs 
• 401(k) Retirement Savings Plan with company matching contributions 
• Life Insurance, for you and options you can elect for your family 
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work 
• Supplemental benefit programs such as:  Legal advice, pet insurance, health advocacy programs 
• World Class Training opportunities through our Experts University 
• Career Development opportunities 

Key Responsibilities: 

• Demonstrate proficiency in inbound and outbound call handling KPI’s
• Recognized by peers as an authority in support center operations and inbound call handling procedures and processes
• Performs scheduled one on one sessions with team members monthly
• Preparation, organization and presentation of training and related training materials
• Live monitoring of inbound and outbound call performance and direct coaching as needed
• Continually maintain working knowledge of all company products, services, and promotions
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
• Dispatch as needed to improve accuracy in scheduling and speed of response
• Assist in maintaining overall support center performance metrics
• Answering incoming phone calls from customers and other support center duties as assigned
• Maintain good customer relations and ensure that all calls meet Service Experts’ standards
• Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
• Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
• Maintain customer records by updating account information
• Communicate with customers on the status of service calls and handle escalations as needed

Qualifications: 

• High school diploma or equivalent with 2+ years’ experience working in customer service or other customer-facing environment 
• Experience or training the use of computers and related systems in an administrative office environment 
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment.  Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness. 
• Excellent customer-service, communication, and interpersonal skills 
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns 
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner.  Ability to communicate with a diverse customer population. 
• Ability to work effectively in both a team and an independent environment 
• Ability to make decisions based on established guidelines and procedures 
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence 
• Effective organizational and time-management skills.  Must be able to prioritize work based on service demands 
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset